Thungga Dharma, Puan Ling Thata (2026) Perlindungan Hukum Terhadap Konsumen Terkait Penjualan Barang Melalui E-Commerce Shopee Ditinjau Undang-Undang Nomor 8 Tahun 1999 (Studi Kasus Kelurahan Simpang Tiga, Kecamatan Bukit Raya,Kota Pekanbaru). Other thesis, Universitas Islam Riau.

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Abstract

The development of e-commerce, particularly through the Shopee platform, has increased online buying and selling activity. However, in practice, problems that harm consumers often persist, such as receiving items that do not match their orders. This demonstrates that legal protection for consumers is not yet fully optimal, despite being regulated in Law Number 8 of 1999 concerning Consumer Protection. The research method used is empirical (sociological) legal research with a descriptive nature. Data were obtained through interviews with consumers, business actors, and the Pekanbaru City Consumer Dispute Resolution Agency (BPSK), supported by secondary data in the form of laws and regulations and related literature. The data were analyzed qualitatively to draw relevant conclusions. The research questions are as follows: first, how is legal protection provided to consumers who receive items that do not match their orders through the e-commerce platform Shopee. Second, what are the obstacles faced in providing legal protection to these consumers in Bukit Raya District, Pekanbaru City. The research results show that legal protection for consumers can be achieved through return and refund mechanisms provided by platforms. However, implementation still faces challenges, such as a lack of consumer understanding of complaint procedures, difficulties in providing evidence, and a suboptimal dispute resolution process. Therefore, increased consumer education and improvements to the protection system are needed to make it more effective.

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